Salesforce CRM Analyst

We're currently looking for a Salesforce CRM Administrator to join our Global CRM team on a permanent basis. This is an exciting opportunity for someone with a Salesforce CRM background to develop their Salesforce Administration skills while supporting a global user community within a FTSE 100 market-leading organization.

 As our CRM capabilities continue to evolve, you'll have the opportunity to work with modern Salesforce technologies, contribute to meaningful business improvements, and expand your expertise across automation, analytics, and emerging AI capabilities. Working alongside an experienced and collaborative global CRM team, you'll play an important role in supporting one of our most critical business platforms while continuing to grow your career.

The CRM Analyst will work with the Global CRM team to identify opportunities for leveraging CRM and related technologies to support our global user community. Areas of focus will span multiple Business Units and business processes, primarily within Salesforce, while also supporting related platforms including Experience Cloud, Marketing Automation, CPQ, automated testing tools, and the enterprise data warehouse.

This role combines user support, Salesforce administration, system configuration, reporting, testing, and continuous improvement. The successful candidate will work closely with business stakeholders, business analysts, developers, and other members of the CRM team to deliver scalable, high-quality solutions.

Key Responsibilities

• Provide day-to-day end-user support by resolving cases submitted through Salesforce.
• Create, maintain, and troubleshoot Salesforce users, profiles, permission sets, public groups, queues, roles, and sharing settings.
• Configure and maintain Salesforce using declarative tools including custom objects, fields, page layouts, record types, validation rules, picklists, email templates, approval processes, and Flow.
• Build and maintain reports and dashboards that provide meaningful business insights.
• Assist in the configuration, testing, deployment, and ongoing support of Salesforce AI capabilities, including Agentforce agents, Prompt Builder solutions, and intelligent automation features
• Collaborate with business analysts and developers to deliver enhancements, resolve system issues, and implement business requirements.
• Participate in requirements gathering, solution design discussions, User Acceptance Testing (UAT), release activities, and post-deployment validation.
• Create and maintain user documentation, knowledge articles, training materials, and support communications to promote user adoption.
• Monitor system health, data quality, and user feedback to identify trends, recurring issues, and opportunities for continuous improvement.
• Identify opportunities to improve business processes, user experience, and Salesforce adoption through configuration, automation, and platform best practices.
• Configure Salesforce in accordance with established governance, security, and change management processes.
• Stay current with Salesforce platform capabilities and recommend improvements where appropriate.

Could this role be for you?

 We're looking for someone with a solid understanding of Salesforce and general CRM concepts who enjoys solving business problems and delivering excellent customer support. You'll have experience configuring Salesforce using declarative tools and supporting business users in a fast-paced environment.

Experience supporting related business applications such as CPQ, Marketing Automation, or e-signature platforms would be beneficial but is not required.

You'll succeed in this role by collaborating effectively with teammates across the globe, communicating clearly with business stakeholders, and proactively identifying opportunities to improve systems and processes. We're looking for someone who enjoys learning, takes ownership of their work, and contributes positively as part of a collaborative team.